Experienced BPO professional with over 17 years in customer service, banking, fraud, financial crime, disputes, and chargeback operations. Spent 5+ years in Team Lead and Manager roles, managing teams handling high-volume fraud investigations, dispute resolution, and back-office case processing across US, EU, UK, Canada, and APAC operations. Skilled in workload management, quality assurance, SLA and productivity monitoring, coaching, and stakeholder reporting.
Strong background in email and chat-based customer support, case documentation, and working within CRM and case management systems (Salesforce, Zendesk, Amazon Connect). Comfortable working independently in a remote setup, with a reliable home office and stable internet connection. Available for night shift/graveyard schedules to support US and international clients.
Detail-oriented, dependable, and used to meeting deadlines in fast-paced, high-volume environments. Open to both leadership and individual contributor roles in customer support, fraud/disputes operations, and back-office processing.
